Onsite
Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services.
Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 7,000 of them. If you join our team, you’ll enjoy:
Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
Continuous professional growth and leadership opportunities.
Health, wellness, and financial benefits to offer peace of mind to you and your family.
World-class facilities and the technology you need to thrive – in our offices or yours.
Role Description
As a senior IC and platform owner, this role acts as an escalation point and technical leader (without direct people management responsibility), driving UC services end-to-end from design through operations.
Enterprise Unified Communications Platforms (Core Scope)
Engineer, administer, and support Microsoft Teams (chat, meetings, Teams Phone, Teams Rooms) and Cisco Unified Communications platforms, including CUCM, Unity Connection, and Webex (Calling, Meetings, and collaboration services).
Own hybrid and cloud collaboration architectures, including coexistence and migration strategies between Cisco UC and Microsoft Teams.
Define standards, reference architectures, and lifecycle strategies for UC platforms, endpoints, and services.
Enterprise Voice, Telephony, and Call Control
Design, implement, and operate enterprise telephony services across Microsoft Teams Phone and Cisco CUCM environments.
Engineer PSTN connectivity using Direct Routing, Operator Connect, SIP trunking, and carrier integrations.
Configure and maintain dial plans, numbering strategies (DIDs), call routing, call admission control, and resiliency/failover designs across UC platforms.
Manage voicemail, call forwarding, hunt groups, and enterprise call flows across mixed Cisco and Microsoft environments.
Session Border Controllers (SBC), SIP, and Telecom Integration
Deploy, configure, and operate Session Border Controllers (SBCs) supporting SIP trunking and Teams Direct Routing.
Troubleshoot complex signaling and media issues (SIP/RTP, one-way audio, call failures, codec negotiation).
Partner with telecom carriers to manage circuits, SIP trunks, number porting, outages, and SLA reviews.
Auto Attendants, Call Queues, and Contact Center Enablement
Design and maintain Microsoft Teams Auto Attendants and Call Queues aligned to business requirements.
Support Cisco call routing constructs (hunt groups, translation patterns, route lists/patterns).
Collaborate with contact center teams and vendors to integrate UC platforms with call center solutions where applicable.
Conference Rooms, AV, and Collaboration Endpoints
Engineer and support Microsoft Teams Rooms (MTR) and Cisco collaboration room technologies.
Define room standards, lifecycle refresh strategies, monitoring, and operational support models.
Partner with Facilities and AV teams to ensure consistent conferencing experiences globally.
Emergency Calling, Compliance, and Reliability
Implement and maintain E911 / emergency calling capabilities across Teams and Cisco platforms (including dynamic/nomadic location where applicable).
Ensure UC platforms meet audit, compliance, and operational control requirements, including change tracking and documentation.
Participate in major incident response, lead deep-dive root cause analysis (RCA), and drive corrective actions.
Operations, Change Management, and Documentation
Execute all UC changes through established ITIL / ITSM change management processes (ServiceNow).
Develop and maintain technical documentation, including runbooks, call flows, standards, diagrams, and troubleshooting guides.
Serve as a senior escalation point and mentor junior engineers and support teams.
Automation and Continuous Improvement
Leverage PowerShell, APIs, and automation to streamline UC administration, provisioning, and reporting.
Evaluate new UC technologies, features, and vendors; provide recommendations aligned to enterprise strategy.
Drive modernization initiatives, including migration from legacy Cisco voice to Teams where appropriate.
Behaviors and Competencies
Communication: Can effectively communicate complex ideas and information to diverse audiences and can facilitate effective communication between others.
Adaptability: Can proactively adapt to challenging situations, anticipate changes, and make modifications to meet the demands of changing circumstances.
Self-Motivation: Can proactively seek out challenges, initiate self-development projects, and contribute to personal or professional innovative ideas.
Teamwork: Can lead a team effectively, facilitating cooperation, sharing information, and ensuring that all team members are able to contribute to their full potential.
Analytical Thinking: Can synthesize complex data, identify patterns, draw insights, and present findings clearly and understandably.
Detail-Oriented: Can manage complex tasks or projects, identifying errors or inconsistencies, and ensuring all details are addressed, necessary corrections are made, and quality is maintained.
Organization: Can effectively coordinate multiple projects, delegate tasks where appropriate, and employ advanced organizational tools and methods.
Problem-Solving: Can proactively identify potential problems, initiate preventive measures, and propose and contribute to innovative solutions.
Initiative: Can proactively seek out challenges, initiate projects, and contribute to innovative ideas.
Technical Troubleshooting: Can proactively seek out potential technical problems, initiate preventive measures, and contribute to innovative solutions.
Skill Level Requirements
Ability to simplify and effectively communicate complex problems to stakeholders across various functions and levels. - Intermediate
Expertise in leveraging cloud-based platforms and services to build, deploy, and manage applications and data on the internet - Intermediate
Experience in managing and maintaining computer systems and networks to ensure optimal performance and security. - Intermediate
Familiarity with tools such as Puppet, KernelCare, Tenable, and/or Tanium for automating and managing cloud environments. - Intermediate
Understanding of directory services such as Active Directory and LDAP for efficient user and resource management. - Intermediate
Ability to implement and manage DevOps practices, including continuous integration, continuous delivery, infrastructure as code, and monitoring to enhance the collaboration between development and operations teams preferred - Intermediate
Other Requirements
Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
5+ years of experience engineering and supporting enterprise Unified Communications / VoIP platforms.
Hands-on experience with Cisco Unified Communications (CUCM, Unity, Webex) and Microsoft Teams.
Strong understanding of SIP, RTP, call routing, QoS, and voice troubleshooting methodologies.
Proven experience supporting production, business-critical collaboration environments.
Certification
Cisco Collaboration certifications (CCNA/CCNP Collaboration) or Microsoft Teams/Voice certifications.
Preferred
Experience with Teams Phone, Direct Routing, Operator Connect, and SBC platforms.
Experience with Teams Rooms, Cisco room systems, and enterprise AV integrations.
Scripting/automation skills (PowerShell preferred).
Strong familiarity with ITIL/ITSM operating models.
The estimated annual pay range for this position is $120,000- $170,000 which includes a base salary. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
Equal Employment Opportunity – M/F/Disability/Protected Veteran Status
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